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A day on the job

Debra Davies: 54, Concierge, TradeWinds Island Grand 5500 Gulf Blvd., St. Pete Beach

By ELLEN MOSES
Published August 24, 2005

How long have you worked as a concierge?

A total of about eight years.

So what does a concierge do?

The one thing we do is satisfy the needs of our guests. So whatever that takes. For example, when we come in the morning, we anticipate what the needs are going to be. Like the first thing we do is print out the weather report and post that. We print out movie times and directions, especially on rainy days when we know people are going to want to go to movies. We keep about 150 menus out here for restaurants around the area.

What is your educational background?

Well, I have a bachelor's degree and my background is in theater and marketing. But one doesn't really need to have any formal training for this job.

So what do you need to do this job?

What you need is an interest in everything, to be able to multitask and be able to be "on stage" and on the top of your game, regardless of the circumstances. It doesn't matter what happens with the dog at home, you have to be smiling for the guests when they come in.

Are you the only concierge at TradeWinds?

No. There are three other concierges.

What kind of hours do you work?

Well, if it works out, we have four 10-hour days. The concierge staff is here at 7:30 a.m. and then we close the desk at 9 p.m. Our hours always depend on occupancy. So if there are a lot of people coming in, we have to adjust our schedules so that there are enough concierges to cover the needs of the guests.

What is the capacity of the resort?

We have about 580 rooms and we have conferences that bring in large groups of people. We have 500 people checking in today, and they're all with a conference, so we will be very busy today. But that's what we like - it makes the day go fast.

In addition to information, what other help do you provide?

We also keep a supply of things at the concierge desk. So, for example, if there is a groom who forgot his studs for his tux or bow tie, we have all that here so we can accommodate them.

Do you help set up weddings or other special events?

We actually have a very large sales department and catering department that handle the larger things, like weddings. But we can help with special touches, like putting strawberries and chocolates in the room, or champagne. ... We send a lot of flowers to rooms, order birthday cakes, things like that.

What are some of your more memorable requests?

There was a challenging one today. Being Sunday, we have these physicians here for a medical conference, and two gentlemen wanted some saline drip bags. Well, we made it happen, but it was not the easiest thing in the world. Being a Sunday, there aren't too many medical supply companies open, but we got it done.

What is your favorite thing about doing this?

Oh, gosh, two things I think. One is that every single employee is empowered to do whatever's necessary to make sure our guests have a memorable stay. And the second thing is probably working with the girls I work with; Tiffeny (Hamil), Linda (Jeffery) and Julie (Clore).

What are the most frequently asked questions at the concierge desk?

"Where should I have dinner?" "What can I do today?" and "Where are the outlet malls?" Shopping-oriented questions are popular. And we give out lots of directions, like how to get to the airport, to the mall, stuff like that. We have them (maps) all preprinted so we can just hand them out.

What is your least favorite thing about the job?

Probably working nights and weekends.

Do you have to be educated about everything there is to do in the Tampa Bay area?

Absolutely. Reading the newspaper is a really important part of our job, keeping on top of what the current exhibits are in museums, the hours, the prices and also with all the theme parks.

How do you keep track of all that information?

Even if we don't have it memorized, we will have put it in our computer, so we can type in a keyword and instantly bring up the information. We have a huge database that we've created ourselves with just about everything in the area. We are constantly updating it.

How much money do you make?

We're paid hourly, but we're not permitted to discuss salaries.

Do you get tips?

You know, that's an interesting question because in New York, San Francisco and L.A., the concierges get tipped; it's a very common thing. But I find that here in the South, it's not so common.

What would your dream job be?

My dream job would be a job where they paid you to travel and to learn. And there is a job like that - the Jeopardy! Clue Crew. That's what they do. I even applied ... Getting paid to travel, that would be my dream job.

[Last modified August 24, 2005, 01:15:20]